Below are the roles and responsibilities that am gonna mention in the reference letters
4) March 2013- Till date
Designation : Systems Engineer
Roles and responsibilities
· Manage and coordinate all High and Critical in scope incidents with the required internal and external support teams until resolution
· Work on co-ordinating incident resolution or work around at the earliest to minimize the IT service disruption.
· Analyze and evaluate the impact of the incident with the client and/or support teams
· Monitor the evolution of the incidents
· Initiate and co-ordinate conference bridge calls with various support groups and clients
· Document the incident evolution in the ticket documentation tool
· Ensure that the correct IT support team is assigned to and working on the resolution of the incident
· Initiate administrative and technical escalations
· Communicate the evolution of the incident to the necessary parties
· Intimate Major Incident Manager for incidents affecting the critical applications or systems
· Monitor existing tickets and escalate to management if in risk of missing the service level targets
· Identify trends of repeated incidents and proactively open problem cases
· Participate in weekly incident review calls
3) Jan2012 - March 2013
Designation : Incident Management Specialist
Roles and responsibilities -
1) Monitoring the effectiveness of incident management and making recommendations for improvement of the IT Infrastructure which includes work stations, servers and Database.
IT infrastructure, workstation, server? Soundlike networking.
2) Driving, developing, managing and maintaining the major incident process and associated procedures.
Done by all department of IT.
3) Ensuring that all IT teams follow the implemented Information Technology methodology process for every incident.
Done by all department of IT.
4) Consulting the client in Identifying non-IT infrastructure improvements to reduce incident occurrences.
IT infrastructure? Sound like networking.
5) Suggest recommendations for improvement of IT Infrastructure on weekly reviews with the client.
IT infrastructure? Sound like networking.
6) Follow the Continual IT service improvement process.
7) Coordinate with various levels of IT support teams through bridge calls and emails and restore the IT services with minimal business impact.
(Desktop service)
2) July 2009 - December 2011
Designation : System support help-desk Analyst
Installing software, patching, upgrading and maintenance of operating system.
Installed, upgraded and maintenance of server hardware components as per requirement.
(Server? sound networking)
Responsible for web services administration.
(Server? sound networking)
Installed complex hardware and software and upgrades to ensure work is performed as per the company policy.
Also responsible for supervision of backup and disaster recovery operations.
Created and implemented recommendations to improve scalability and performance.
Performed system start-ups and shutdowns.
(Desktop service)
Trouble-shooting technical issues for Windows 98/XP, Citrix, VPN, network connectivity, MS Office 2003/2007, Snag-IT, and Humming bird and exceed
(talking about networking)
Using Remote Tools (Goverlan) to trouble-shoot Dell desktops and laptops.
(Desktop service)
Monitoring server issues using ping and trace route commands and escalating server outages to the appropriate department.
(Ping and trace route? Got to be networking)
Upon request, advertising various local applications to user's computer via Marimba Policy Manager. Trouble-shooting Marimba installation issues using Marimba Tuner Admin.
(What the hell Marimba is)
Managing Grid Cards (similar to RSA Tokens), maintaining and resetting the users on the BES Admin Tool. (
Wow. Sooo much jargon - don't know even IT people knows those-RSA, BES)
Adding new solution entries to the IMS Knowledge Base and keeping the GSC SharePoint site updated.
(full of jargon)
Scanning equipment in Desktop Operations dept. to keep inventory updated in Asset Center and performing reimaging, backups, and wipes on company HP desktops and laptops.
Resetting and unlocking Mainframe, Active Directory passwords
(do those sound networking)
Installing applications on VM-Ware servers which run on windows server2003/2008, Unix
(Server? part of networking)
Initiating reboots on servers and running patches when required on week on basis
(Desktop service)
Granting user access to shared drives, distribution list on manager approvals.
(Desktop plus networking)
Troubleshooting outlook issues like Configuring outlook, creating new profiles when required. Mapping scanning personal folders when required. Running repair on office packages. (Desktop plus networking-outlook-email??)[/color]
1) June 2008 - July 2009
*Responsible for handling all persistent cases with Laptops, Desktops, Wireless Devices
(Desktop service)
*Responsible for providing technical support such as Home Networking
(Networking???)
issues, DSL issues, software issues, email issues, login issues and
passwords.
*Support to wireless and complex issues (Wireliss?? Networking??)
*Set up Home networks of up to five computers.
(you don't know about networking???)
*Responsible for providing effective technical support
*Responsible for researching technical solutions.
*Handled Troubleshooting of networking Accessories like Routes, Switches, Hubs (Router, switches,hub
got to be networking)
*Remote Troubleshooting via remote tools
